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Lead UX Researcher

Posted on Oct 7, 2020 by ServiceNow

Santa Clara, CA
Immediate Start
Annual Salary

Staff UX Researcher

Work matters. It s where we spend a third of our lives. And the workplace o
the future is going to be a great place.

We re dedicated to bringing that to life for people everywhere. That s
we put people at the heart of everything we do. Join our team and inspire
digital transformations by creating new and compelling experiences for Global
500 companies - enabling people around the world to get more done, faster than
ever before!

ServiceNow is a global company that builds global products. What makes us great
is the collective minds of diverse individuals within the Experience
Organization, contributing to building innovative software that make workflows
smarter. We embrace representation from all backgrounds and cultures to help
propel passion and innovation in everything we do.

This role is part of the Experience Organization, made up of passionate people
who work together to drive user research, UX and visual design, technical
writing, prototyping (and more!) with the goal to create best in class
enterprise software products.

* Represent the needs of ServiceNow customers or partners and their end
users associated with ServiceNow's products, competing products, or
future concepts.
* Collaborate with key stakeholders including designers, other researchers,
and product managers to identify objectives, goals, timelines and
research execution plan.
* Work directly with external vendors to procure research sample, research
reports, and partner on research projects as needed.
* Execute various types of primary research and analysis, from early
discovery, usage and needs, through product design validation.
* appropriate research techniques and methods for the specific
project. Methods such as individual customer interviews, focus groups,
diary studies, journey mapping, user flows, information architecture
definition, wireframing and others to aid in the formulation of insights
that improve product functionality and user experience.
* Develop strategic research plans including discussion guides, contingency
plans and other instruments from rough outline to the final version.
* Partner closely with Product Management to influence product strategy and
roadmaps with validated user research findings.
* Collaborate on feature definition and user story creation as needed.
* Work collaboratively inside a cross-functional team, effectively
integrating your research into the product definition and design phases.
* Influence architectural design tasks such as user flows, information
architecture definition, wireframing, etc. with the aim of communicating
design opportunities to the broader Design and Product teams.
* Text analysis and coding of open-end responses which might include
product feature requests, problem reports, discussion forums, and
community discussions.
* Analyze and synthesize data in order to generate strategic and tactical
insights with actionable recommendations that drive product improvements,
innovations, and customer experience improvements.
* Prepare reports of findings, create PowerPoint and Excel reports,
explaining methods used and insights learned, and presenting research
results to key stakeholders and leadership (C-Level, director level).
* 7+ years of direct experience or equivalent combination of education and
experience in user experience, product, customer, or academic research.
Preferably for product development purposes.
* Proven history of independently defining, planning and executing research
strategies including defining objectives, goals, timelines and ability to
select the appropriate methodology for the project. This includes
developing sample plans and designing data collection instruments.
* Advanced knowledge of several data collection methods (either qualitative
or quantitative) and fundamental knowledge of mixed methods.
* Can quickly understand customer needs, taking the initiative to interact
with customers, managing expectations, responding to their requests, and
communicating feedback in a simple, clear, and concise manner.
* Demonstrates confidence in the data collection process which is evidenced
by the ability to naturally engage users and in the aptitude to respond
with insightful follow-up questions which increases richness of research
* Knowledge of user interface design principles, usability evaluation
techniques, perception, cognition, task analysis, experimental design and
fundamental knowledge of statistics to best inform useful and usable
* Exceptional written and oral communication abilities. Can prepare reports
of findings, illustrating research data graphically and translating
complex findings into written text. Experience working with and
presenting research results to executive leadership (C-Level, director
* Willing to be proactive and take initiative to learn about ServiceNow
products and customers.
* Ability to work independently on complex projects requiring frequent
problem solving and critical thinking.

* Experience working with Enterprise IT software (e.g., ServiceNow,
Microsoft, Oracle, Salesforce, PeopleSoft), ideally a background in
Application Platform as a Service (PaaS) or Software as a Service (SaaS)
* Expertise in one or more of the following product spaces: IT Security
Management, IT Operations Management, Security Operations, HR Service
Delivery, Customer Service Management (CSM), or Finance & Legal.
* Awareness of Mobile and web application design experience across various
platforms (iOS, Android, Windows) including demonstrating an
understanding of responsive web design.
* Advanced degree in the Human-Computer Interaction, Human Factors,
Cognitive Psychology, or other related degrees.
* An inspiring portfolio representing the process you follow to build
Insanely Great Experiences
* Demonstration of any accessible projects you have built
* We provide competitive compensation, generous benefits and a professional
atmosphere. This is a very collaborative and inclusive work environment
where individuals strong on aptitude and attitude will have an
opportunity to grow their professional careers through working with some
of the most advanced technology and talented developers in the business.
* Up to 20% annually
* Experience facilitating workshops
* Expertise in one or more of the following enterprise product spaces: IT
Security Management, IT Operations Management, Security Operations, HR
Service Delivery, Customer Service Management (CSM), or Finance & Legal
* Experience in compliance to WCAG 2.0/2.1 AA guidelines
We provide competitive compensation, generous benefits, and an exciting, start-
up atmosphere. We are a collaborative and merit driven team, where individuals
strong on aptitude and attitude will have an opportunity to grow their
professional careers while working with advanced technology and a talented
development team, come join us!
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Reference: 27719237

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